ComplaintsforNew Country Appliances Inc

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a fridge from them and it stopped working after a few days and was told that its a new fridge with nicks and dent Tech came 4 times and was unable to fix so he advised us to contact the company and get them to replace the fridge The fridge was replaced with a used fridge and again the fridge is not working Called them several times but again no action frm the company

  Business response

  02/04/2024

  Hello,

   

  Customer Started a chargeback with credit card company on Mar. 12, 2024

  Customer called the store asking to speak with manager on Mar. 14.  I immediately called him back.  To save on time for repairs, we agreed to replace the fridge.  Customer selected the fridge, it was delivered next day and previous fridge picked up.

  The previous fridge was tested in our store upon return and there was absolutely nothing wrong with it.  ********'s wife came to store and saw it working with no faults.

  We came to know about the chargeback on March. 22nd when we recieved the notice in mail.  The customer knew all along the game he was playing but we not knowing about chargeback acted immediately to customer's concern and went the extra mile and expense to 

  replace the fridge which customer selected.

  Seems like he is one person who cannot be satisfied.  It's unbelievable to see an educated person like this customer to pull a fast one on a small business.  get replacement fridge and try to get money back from credit card company. 

  Previous fridge worked fine, the replacement fridge is working fine.  I am not sure what customer wants.  Invoice, delivery slip and chargeback are attached.  terms clearly states what customer is purchasing.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A fridge has been delivered to my basement rental suite after delivery I received a knock on the door. I went to the door and was handed a paper to signed. I am assuming that this was just to say the fridge was delivered. I did not read the paper. I proceeded to go to the apartment to lock the door and checked out the fridge when I observed a dent and a scratch on the door. Also, two tabs were missing exposing screws. I also noticed that these, dents and scratches were the same height as the kitchen table beside the fridge the table had been moved and not put back to its original spot. I quickly ran outside to notify them that the door was damaged and they sped away from my driveway I have tried to rectify this with the owner. She is refusing to replace the door or even the fridge. Instead she offered me a $50 in-store credit which is really no help to me. My tenant is unsatisfied with this new fridge I provided . This purchased was a brand new . I am very disappointed as I am. Im a repeat customer to this appliance store.

  Business response

  06/09/2023

  Dear ******,

  
  The fridge was delivered in perfect conditon.  Your pictures clearly show that someone opened the fridge door and hit the door on the table and microwave beside the fridge causing the damage.

  Our delivery guys did not move the dining table at all.  Our delivery driver states that infact you were present inside the suite at time of delivery.  Once they delivered the fridge, they went to the truck to put away the tools and bring the document to be signed.

  That is when they knocked the same door that they delivered the fridge to and you came out to sign.  So you were in the suite at time of delivery and after the delivery to sign the document.

  The screw covers are shipped with the fridge and should be inside.  If they are not, we have already offered you that they can be picked up from our store.

  Our driver did not rush or force you to sign the delivery document.  Since you have been a repeat customer at our store, you know we deal with all honesty.

  I am sorry, we cannot do anything for you at this time apart from giving you the one screw cover.

  Customer response

  06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I would also like to add about the tabs on door there were 2 only on door and 1 was found on the floor 
  ***********************************************

• Initial Complaint

  16/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 22, 2020 I purchased a dishwasher from this company for ****** I was sold the extended warranty for 2 extra years for ****** in November 2022 the dishwasher started making a lot of noise I filed a claim with the company on Dec `17th 2022 I did not hear anything from New Country nor from the warranty company ******************.I emailed New Country Jan 6th 2022 regarding this and got a call saying it was with the warranty company I called the **************** and they said we sent you a cheque for ****** the value of the dishwasher today as it was too expensive to fix. I was never told this was how the warranty worked Was never given anything regarding the terms and conditions of the warranty.I was given a receipt that started "If we are unable to repair an item under warranty, a comparable model will be suppled as replacement" No where was it stated that there was no repair clause. I have repeatedly called the business and been told "I have to talk to the boss" then I was told they would send a technician out or i could get one from ** but I would have to pay out of pocket for either repair. I find this unacceptable as I purchased a warranty that was presented to me as repair or replacement. I am asking as resolution that my dishwasher be repaired or replaced by New Country with no out of pocket expenses to me as I purchased their warranty.

  Business response

  21/01/2023

  On Dec. 28, 2022, the warranty company contacted the customer and customer chose to be paid out so on Jan. 3, 2023 the warranty company sent out a cheque to the customer.

   

  So it seems like the customer was trying to get a free repair from us as well as pocket the payout.  Unfortunately it doesn't work this way.

   

  By accepting the payout from the warranty company, the customer is no longer eligible for repairs under warranty.

   

   

  Customer response

  23/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not accept a payment from the ***************** They sent a cheque without informing me or giving me a choice. I have not cashed this cheque as I do not accept this resolution. New Country may have this cheque towards the repair or replacement of my dishwasher. 

  Once again New Country provided me with a contract that sold me the dishwasher and extended warranty that started "repair or replacement" no other information or terms of agreement were provided or advised to me. I expect New Country to hold up their contract that was provided to me

  
  Sincerely,
  
  *************************

  Business response

  27/01/2023

  Hello,

   

  The warranty company never sends out a cheque without speaking to the customer first.  They have told us the same thing about this claim.  

   

  Anyways we are willing to repair the dishwasher for the $169 that customer recieved from warranty company even though the repair cost is close to $300.  Also note that this repair will fulfill all the warranty obligation.

   

  We will order the parts once customer pays the money to us as mentioned above and perform the repair as sooon as part come in.

  Customer response

  30/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  How would they like the payment? EFT?

   

  Sincerely,
  
  *************************

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